Customer Care allows external systems to directly open accounts in a browser window by specifying either an Account Number or Service Number on a URL request string. This capability allows these systems to be programmed to send a user to Care without needing to know the exact URL for an account page or needing to store IDI specific ID information.
Customer Care Redirect Page
Directly linking to a Customer Account works by having the external system send requests to the Customer Care Redirect page. The Redirect page takes the Account or Service number provided, performs a search for the correct account and then opens the page for the user. If a unique account cannot be identified the user is sent instead to the Customer Care Search screen to find the account manually.
Constructing the Redirect URL
Base URL
The base URL for the redirect page is the following for most customers:
https://app.idibilling.com/customercare/<environment>/#/redirect/search
<environment> = environment name that you are linking to
If you are unsure of the base URL to use it can be determined easily by opening Customer Care in the same environment you wish to link to and taking note of the URL.
Parameters
The redirect page uses parameters on the request string to indicate the following:
Type of identifier being sent
Value of the identifier
Destination page (optional)
Redirect Parameters are:
valueType – ‘accountnumber’ or ‘servicenumber’
&value – account number or service number
&destination (optional) – ‘balances’, ‘summary’, or ‘service-detail’
Balances: Account Balance Ledger page
Summary: Account Summary Page
Service-Detail: Service detail page for specified service
Note:
if not specified, the customer summary page is opened
If no parameters are specified the redirect page will send users to the Care Search page.
Examples
To open the customer summary page for account number 988551:
https://app.idibilling.com/customercare/cust01_p_test/#/redirect/search/valueType=accountnumber&value=988551
To open the service detail page for service number 5106854740:
https://app.idibilling.com/customercare/cust01_p_test/#/redirect/search/valueType=servicenumber&value=5106854740&destination=service-detail
CTI Support – Opening Account Pages from Inbound Calls
The redirect page enables integration with your phone system so that after a caller identifies themselves their information can automatically be opened on a CSR’s desktop. Supporting this type of integration requires the following:
Phone system software capable of opening browser windows on user’s desktop.
Phone system programmed to capture a caller’s account or service number
Phone system with ability to substitute caller provided information into browser URL.
When a call is received by the phone system the IVR requests the information from the customer. Once this is provided the phone system software launches a browser window on the desktop of the user receiving the inbound call and substitutes the required data. If the user is not already logged into the IDI platform they will receive the logon prompt, otherwise they will be directed to the programmed destination page on the account.
External Application Support – Opening Account Pages from other Systems
The redirect page enables integration with external systems so that a can link directly from a page into Customer Care without needing first search or lookup the customer account again. Supporting this type of integration requires the following:
External system capable of supporting user-defined page links.
Externa system which stores customer account numbers or service numbers
External system capable of substituting information into a page link based on the user’s current page there are viewing.
SalesForce.Com example
This is an example configuration of creating a button in SalesForce that would open the customer’s account page in Care when the user clicks on it from the SF account page.
The actual configuration options and capabilities of your software system will ultimately determine if direct links into the IDI platform can be supported.